BarbzMike Posted May 29, 2023 Report Share Posted May 29, 2023 Hi. New to the Board. I just had the worst pre-cruise experience, not resolved by any person in RC customer service. My wife had booked a reservation for this July 2023. She realized it was her work email and, on the same day, updated it to her personal email address (Aug. 2022). Since then she has received emails reminding her of "Days to Embark, excursions, etc."- except the most important one- payment due. Each of the other 6 family members travelling with us all received their email regarding payment. My wife called RC to find out our reservation had been cancelled. It was for a balcony room, and the only thing they could offer was an interior room at double the cost. I felt this was an unacceptable remedy. I then took a swing. He confirmed that RC cancelled the reservation for lack of payment. I was able to escalate the situation to RC resolution department. The gentlemen understood the situation, but also could only offer the same interior room. I asked him if I was able to furnish proof that she updated her email address the same day as the booking, then would he be able to do something for me? He said he would research it and before hanging up the phone, I was able to find a email that RC had confirmed she updated her profile. We exchanged information confirming that he would find resolution and call me back between 24-36 hours. That never happened. I followed up with another call and 2 emails. No response to the emails and the person who answered the phone said the first person I spoked with was unavailable. Two weeks passed and today, reluctantly, I picked up the phone again. Was on the phone for 45 minutes with resolution. The man did not want to disclose his last name and kept offering me the same interior room at double the cost. He also assured me that there were only 5 rooms left, he could not price guarantee me the original price of my room, said he could escalate the situation to his boss but that person does not get on the phone with customers. My $200 deposit is lost based on RC's inability to fix a communication problem on their end, and my $300 worth of gift cards are also in jeopardy. He told me in all likelihood, "Whomever calls you back at any level will not be able to offer you anything different." Also that call may not happen for a couple of weeks. What a disgrace. They are simply stealing people's money and sailing away! By the way, my previous cruise in 2020 was cancelled by them during the pandemic because the ship was sold. Again, the only communication I received was that my drink package was cancelled, with no mention of the entire trip being cancelled. Again, RC offered no alternatives. signs of good will or empathy. I would not ever sail with them again, not for a lack of beautiful sights, amenities on the boat and ports oif call, but simple because of their smug and unhelpful team of employees in customer service. Buyer Beware. Quote Link to comment Share on other sites More sharing options...
TeRriii Posted May 30, 2023 Report Share Posted May 30, 2023 You failed to pay, blame RCCL then ranting here ? DDaley, tjcruisers, PPPJJ-GCVAB and 7 others 10 Quote Link to comment Share on other sites More sharing options...
smokeybandit Posted May 30, 2023 Report Share Posted May 30, 2023 It's not RC's job to give you reminders when final payment is. That's your job. Srp431, PPPJJ-GCVAB, Keanoknick and 4 others 6 1 Quote Link to comment Share on other sites More sharing options...
wordell1 Posted May 30, 2023 Report Share Posted May 30, 2023 3 hours ago, BarbzMike said: Hi. New to the Board. I just had the worst pre-cruise experience, not resolved by any person in RC customer service. My wife had booked a reservation for this July 2023. She realized it was her work email and, on the same day, updated it to her personal email address (Aug. 2022). Since then she has received emails reminding her of "Days to Embark, excursions, etc."- except the most important one- payment due. Each of the other 6 family members travelling with us all received their email regarding payment. My wife called RC to find out our reservation had been cancelled. It was for a balcony room, and the only thing they could offer was an interior room at double the cost. I felt this was an unacceptable remedy. I then took a swing. He confirmed that RC cancelled the reservation for lack of payment. I was able to escalate the situation to RC resolution department. The gentlemen understood the situation, but also could only offer the same interior room. I asked him if I was able to furnish proof that she updated her email address the same day as the booking, then would he be able to do something for me? He said he would research it and before hanging up the phone, I was able to find a email that RC had confirmed she updated her profile. We exchanged information confirming that he would find resolution and call me back between 24-36 hours. That never happened. I followed up with another call and 2 emails. No response to the emails and the person who answered the phone said the first person I spoked with was unavailable. Two weeks passed and today, reluctantly, I picked up the phone again. Was on the phone for 45 minutes with resolution. The man did not want to disclose his last name and kept offering me the same interior room at double the cost. He also assured me that there were only 5 rooms left, he could not price guarantee me the original price of my room, said he could escalate the situation to his boss but that person does not get on the phone with customers. My $200 deposit is lost based on RC's inability to fix a communication problem on their end, and my $300 worth of gift cards are also in jeopardy. He told me in all likelihood, "Whomever calls you back at any level will not be able to offer you anything different." Also that call may not happen for a couple of weeks. What a disgrace. They are simply stealing people's money and sailing away! By the way, my previous cruise in 2020 was cancelled by them during the pandemic because the ship was sold. Again, the only communication I received was that my drink package was cancelled, with no mention of the entire trip being cancelled. Again, RC offered no alternatives. signs of good will or empathy. I would not ever sail with them again, not for a lack of beautiful sights, amenities on the boat and ports oif call, but simple because of their smug and unhelpful team of employees in customer service. Buyer Beware. Sorry, but it is your responsibility to ensure final payment is made on or before 90 days. All cruise lines work the same way. Due date reminders is one of the many services a good TA would provide you. I make sure my TA has my current CC info and instruct her to pay a few days before the deadline in case there are issues. PPPJJ-GCVAB, Keanoknick, Neesa and 4 others 6 1 Quote Link to comment Share on other sites More sharing options...
PPPJJ-GCVAB Posted May 30, 2023 Report Share Posted May 30, 2023 So if all other family members knew they had to pay…don’t you all communicate with each other? This is not Royal’s fault. I have booked several past cruises traveling with others and just out of sheer excitement we continually talk about the cruise and keep each other informed. I’m sorry but you have nothing to complain about except the fact that both you and your wife missed the payment date. Trying to blame this on a missing email is ridiculous. Sorry but no sympathy from this cruiser! Neesa, Keanoknick, PL8SWPR and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Ampurp85 Posted May 30, 2023 Report Share Posted May 30, 2023 I want to have sympathy, but I can't. You said you got emails counting down the days and have family sailing..........but you are the only one that missed final payment, this is your fault. In all honesty I cannot recall ever getting any notice that payment was due. Someone correct me if this is a thing because I don't think it is. When you got your invoice, it states clearly when final payment is. So the onus is on you. I don't understand grown-ups who blame someone else when they make a mistake. Keanoknick, Neesa, PL8SWPR and 2 others 4 1 Quote Link to comment Share on other sites More sharing options...
PL8SWPR Posted May 30, 2023 Report Share Posted May 30, 2023 I have a cruise leaving this Oct 31st. ... and I have a reminder on my phone calendar to make the final payment. Why, with email being somewhat unreliable with spam filters, etc., would you not somehow set up your own reminder of the final payment date conveniently printed on the invoice? SebagoSue, Neesa, DDaley and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Ryan79 Posted May 30, 2023 Report Share Posted May 30, 2023 People have been paying bills on time LONG before emails were a thing. Are you old enough to remember such a time? Your due date is clearing spelled out on your booking invoice and you could have looked it up at any time. I’ve personally never received such an email, so how come all my cruises have all got paid on time and you not paying yours is someone elses’s fault? I know deflecting responsibility is easy, but you not paying your own invoices on time is 100% on you. Keanoknick, PPPJJ-GCVAB, DDaley and 1 other 4 Quote Link to comment Share on other sites More sharing options...
ScottD Posted May 30, 2023 Report Share Posted May 30, 2023 Adults that are spending a large amount of money for a vacation make sure they pay attention to due dates, which you received when you booked. I don't even think they send reminders to pay...IT'S YOUR JOB TO KNOW WHEN TO PAY FOR YOUR VACATION. Don't blame RC for not begging you to pay off your vacation , this is 100% on you. Email changes or not...you need to know when your balance is due. Neesa, PPPJJ-GCVAB, Ryan79 and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Biaggio Posted May 30, 2023 Report Share Posted May 30, 2023 Whenever I book a cruise I always put a reminder in my calendar a week before final payment. Or have it automatically taken from the credit card I booked with tjcruisers, Cactus527, JimnKathy and 4 others 6 1 Quote Link to comment Share on other sites More sharing options...
tonyfsu21 Posted May 30, 2023 Report Share Posted May 30, 2023 Here we go again. These “blame RC” posts seem to be coming in more often these days. tjcruisers, ScottD, Keanoknick and 2 others 4 1 Quote Link to comment Share on other sites More sharing options...
PPPJJ-GCVAB Posted May 30, 2023 Report Share Posted May 30, 2023 8 hours ago, Ampurp85 said: I want to have sympathy, but I can't. You said you got emails counting down the days and have family sailing..........but you are the only one that missed final payment, this is your fault. In all honesty I cannot recall ever getting any notice that payment was due. Someone correct me if this is a thing because I don't think it is. When you got your invoice, it states clearly when final payment is. So the onus is on you. I don't understand grown-ups who blame someone else when they make a mistake. Yes I have received emails reminding me of final payment due. And actually there were more than one! I received the first reminder at 6 days before. Three days later received a second reminder email! Once payment was made I got another email thanking me for paying! Quote Link to comment Share on other sites More sharing options...
bobroo Posted May 30, 2023 Report Share Posted May 30, 2023 I am often critical of passengers and their irrational fear of missing the boat when they are in port, like somehow they are not adults. They can't tell the sun is setting. They don't say to themselves "Gee, we have been here quite a while". Or, " Ya' know, I'm not seeing any other tourists around" This post has begun to change my mind that some passengers may in fact not know what time it is. ScottD 1 Quote Link to comment Share on other sites More sharing options...
SweetPea Posted May 30, 2023 Report Share Posted May 30, 2023 I'm sorry you had to learn such a crazy expensive lesson. Ryan79 1 Quote Link to comment Share on other sites More sharing options...
JimnKathy Posted May 30, 2023 Report Share Posted May 30, 2023 Yet another shining example of why using a good TA is so important...all of this was 100% preventable. Also curious as to the complaint regarding the 2020 cruise was cancelled, ship sold, etc. The entire cruise industry was shut down for over a year. Keanoknick, Neesa, FSUFAN and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Matt Posted May 30, 2023 Report Share Posted May 30, 2023 My feedback to you is whichever cruise line you choose in the future, use a good travel agent so they can assist in ensuring you don't miss the final payment date again. Sharla, TexanTwoStep, Neesa and 4 others 7 Quote Link to comment Share on other sites More sharing options...
twangster Posted May 30, 2023 Report Share Posted May 30, 2023 I don't know if Royal offers it directly but through a travel agent you can establish up to three scheduled payments before final payment due date. Once setup it's automated, so much on this date, so much on another date, or full payment a week before final payment is due. Once they sold your cabin to someone else they were not going to kick that person, who paid in full, off the cruise for you. It's not Royal's job to remind you to pay the amount that you agreed to, That's on you. Hard lesson learned the hard way. Take responsibility and stop blaming Royal. whitsmom, Neesa, Freegirl and 1 other 4 Quote Link to comment Share on other sites More sharing options...
whitsmom Posted May 30, 2023 Report Share Posted May 30, 2023 Even though I use a TA, I still put a reminder in my calendar 3 weeks before final payment is due. With all the other family members making their payments I find it extremely hard to believe that no one mentioned it to all family going...... tjcruisers, Neesa, Keanoknick and 2 others 5 Quote Link to comment Share on other sites More sharing options...
tjcruisers Posted May 30, 2023 Report Share Posted May 30, 2023 We've never gotten any reminder emails for last payment, then again when we put a reminder in our calendars and book an appointment with our TA to pay it in full 3 weeks it's due (just in case). You mention your wife called RC and found the reservation was cancelled. What prompted her to call? Not sure what email she uses, but hotmail is notorious for putting stuff in the spam folder Quote Link to comment Share on other sites More sharing options...
WAAAYTOOO Posted May 30, 2023 Report Share Posted May 30, 2023 I guess one of the advantages of booking casino comps is that you must pay the entire balance at the time you book so there’s no need to worry about final payment. Ampurp85, Villageidiot, GJ_123 and 2 others 5 Quote Link to comment Share on other sites More sharing options...
D Alt Posted May 30, 2023 Report Share Posted May 30, 2023 Your invoice tells you when your final payment is due. Neesa 1 Quote Link to comment Share on other sites More sharing options...
teddy Posted May 30, 2023 Report Share Posted May 30, 2023 20 hours ago, BarbzMike said: The man did not want to disclose his last name I don’t blame him. Going off on a slight tangent…. I’ve worked retail since I was 13 years old…I’m 53 now. I remember being told many, many years ago to never share your last name with customers. It’s a privacy and security thing. Pissed off customers know no bounds when it comes to irrational behaviors. Nowadays, meaning 2023, I believe it’s even more important to keep last names private. It’s too easy for a disgruntled customer to get information on someone they think is responsible for their dissatisfaction. My company doesn’t even print last names on the name tags we wear at work. Keanoknick, Neesa, FloatyBoaty and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Linda R Posted May 30, 2023 Report Share Posted May 30, 2023 23 hours ago, BarbzMike said: Hi. New to the Board. I just had the worst pre-cruise experience, not resolved by any person in RC customer service. My wife had booked a reservation for this July 2023. She realized it was her work email and, on the same day, updated it to her personal email address (Aug. 2022). Since then she has received emails reminding her of "Days to Embark, excursions, etc."- except the most important one- payment due. Each of the other 6 family members travelling with us all received their email regarding payment. My wife called RC to find out our reservation had been cancelled. It was for a balcony room, and the only thing they could offer was an interior room at double the cost. I felt this was an unacceptable remedy. I then took a swing. He confirmed that RC cancelled the reservation for lack of payment. I was able to escalate the situation to RC resolution department. The gentlemen understood the situation, but also could only offer the same interior room. I asked him if I was able to furnish proof that she updated her email address the same day as the booking, then would he be able to do something for me? He said he would research it and before hanging up the phone, I was able to find a email that RC had confirmed she updated her profile. We exchanged information confirming that he would find resolution and call me back between 24-36 hours. That never happened. I followed up with another call and 2 emails. No response to the emails and the person who answered the phone said the first person I spoked with was unavailable. Two weeks passed and today, reluctantly, I picked up the phone again. Was on the phone for 45 minutes with resolution. The man did not want to disclose his last name and kept offering me the same interior room at double the cost. He also assured me that there were only 5 rooms left, he could not price guarantee me the original price of my room, said he could escalate the situation to his boss but that person does not get on the phone with customers. My $200 deposit is lost based on RC's inability to fix a communication problem on their end, and my $300 worth of gift cards are also in jeopardy. He told me in all likelihood, "Whomever calls you back at any level will not be able to offer you anything different." Also that call may not happen for a couple of weeks. What a disgrace. They are simply stealing people's money and sailing away! By the way, my previous cruise in 2020 was cancelled by them during the pandemic because the ship was sold. Again, the only communication I received was that my drink package was cancelled, with no mention of the entire trip being cancelled. Again, RC offered no alternatives. signs of good will or empathy. I would not ever sail with them again, not for a lack of beautiful sights, amenities on the boat and ports oif call, but simple because of their smug and unhelpful team of employees in customer service. Buyer Beware. I always mark my calendar a few days before final pymt is due. Plus I use a travel agent, who would have caught this. And reminded me the pymt was due. JimnKathy 1 Quote Link to comment Share on other sites More sharing options...
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